IT Support Specialist

Job description

Novara provides safety, operational risk management, and sustainability software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations manage operational risk proactively with a system they can configure to fit their operations, data that unifies risk and safety intelligence, and tools that increase workforce participation. Novara’s combination of software, training, and AI-powered tools put people and safety first while protecting critical operations. ### Responsibilities: - Provide support across phone, email, chat, ticket portal, and deskside, serving as the escalation point for tickets unresolved by first-line support. Resolve incidents and service requests within established SLAs. - Triage, prioritize, and route tickets; keep affected users informed throughout the resolution process; perform root-cause analysis on recurring issues to drive permanent fixes. - Provision, image, and deploy Windows and macOS endpoints using Autopilot, Intune, and Kandji; support Android and iOS devices through MDM. - Manage the full account lifecycle, including onboarding and offboarding, Entra ID accounts, security groups, licenses, device provisioning, password resets, MFA resets, and SSO/SCIM administration. - Support Microsoft 365 (Exchange Online, SharePoint, OneDrive), including mailboxes, permissions, shared mailboxes, distribution groups, and security groups, as well as collaboration tools such as Slack and Zoom. - Support conference room AV equipment and Zoom Rooms. - Support endpoint security, including Microsoft Defender, CrowdStrike, BitLocker, FileVault, and device compliance. Triage phishing and malware alerts and participate in incident response, remediation, and vulnerability management. - Troubleshoot LAN, Wi-Fi, VPN connectivity, and remote/hybrid access issues. - Maintain hardware and software asset inventories and license entitlements throughout the device lifecycle, including procurement, deployment, refreshes, warranty repairs, RMAs, and vendor support. - Create and maintain knowledge base articles, runbooks, standard operating procedures (SOPs), and technical documentation. Develop and deliver end-user training and new-hire IT orientation. - Build and maintain automation scripts and workflows using PowerShell, Microsoft Graph API, and Power Automate to reduce manual work. Utilize AI-assisted support tools while validating recommended solutions before implementation. - Serve as a subject matter expert in one or more technology domains (e.g., endpoint management, identity management, macOS) and mentor other IT technicians as needed. - Contribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects. ### Knowledge, Experience, Requirements: - 4–6 years of IT support, helpdesk, or desktop experience, or a combination of education and experience. - Windows desktop/laptop and macOS support (advanced); CompTIA A+ and Microsoft certifications preferred. - Endpoint / MDM management — Intune and Kandji. - Identity and Microsoft 365 administration — Entra ID, Exchange Online, and SharePoint Online. - Security technologies — Microsoft 365 Defender and CrowdStrike (Rapid7 or similar a plus). - Networking fundamentals — TCP/IP, DNS, DHCP, and VPN. - ITSM / ticketing platform — Jira Service Management. - Scripting and automation — proficient PowerShell (Microsoft Graph a plus). - Certifications (preferred): CompTIA A+, Network+, Security+; Microsoft MD-102 (Endpoint Administrator) and MS-900 (Microsoft 365 Fundamentals); ITIL 4 Foundation; Apple ACSP/ACMT. - Education: High school diploma or equivalent required; Bachelor's in Computer Information Systems, Management Information Systems, or Computer Science preferred. ### Success Criteria: - Creative and passionate about current technologies and continuous personal and team improvement. - Deep sense of personal ownership and follow-through; works well with all types of personalities at all levels of the organization. - Demonstrated ability to prioritize, troubleshoot, and resolve tickets within a defined SLA. - Strong written and verbal communication in a professional environment; able to translate technical concepts for non-technical audiences. - Customer-service orientation — patience and empathy with non-technical users; composure under pressure. - Sound judgment and the ability to work independently with minimal supervision. - Experience supporting a distributed/hybrid workforce preferred. - Professionalism, discretion, and confidentiality when handling sensitive data and privileged access. - Work ethic that aligns with Novara's core values: Put People & Customers First; Move with Pace, Purpose, & Innovation; Be Transparent; Focus on What Matters; and Own It. ### Compensation: Hourly Compensation Range of $31-$36 Annual Bonus Opportunity of 7.5%